Client Service Manager (Floor Manager)
Salary: $68,640–$75,000, depending on experience
Location: VCA West Los Angeles Animal Hospital – Los Angeles, CA
VCA West Los Angeles Animal Hospital is an AAHA-accredited, small animal specialty and emergency practice located just south of UCLA. As one of the most advanced and respected veterinary hospitals in the region, we are proud to deliver high-quality, compassionate care to our patients and exceptional service to our clients and referring veterinarians.
We’re currently looking for a highly motivated and experienced professional to join our leadership team as a Client Service Manager (Floor Manager).
As the Client Service Manager, you’ll play a vital leadership role within our hospital, working closely with the Hospital Administrator, Medical Directors, and management team. You will lead and support our team of Client Service Representatives (CSRs), helping them succeed in a fast-paced, high-volume environment.
We're looking for someone with strong client service experience, great communication skills, and a passion for leadership and team development. This role requires someone who can manage daily operations while creating a positive and efficient work culture.
Staff Leadership & Team Development
Lead and mentor our Emergency and Specialty CSR teams
Create and maintain a safe, positive, and collaborative work environment
Act as a go-to resource for CSRs, helping support their day-to-day success and long-term development
Manage staffing schedules, callouts, and vacation coverage
Identify staffing needs and initiate recruitment efforts as needed
Oversee onboarding and training of new team members
Provide both recognition and corrective feedback as appropriate in collaboration with leadership and HR
Operations & Administration
Monitor workflow and CSR responsibilities to ensure smooth daily operations
Collaborate with admin team on tasks like accounts receivable, inventory, equipment needs, and reporting
Attend and represent CSRs in department and hospital-wide meetings
Maintain recruitment records when needed outside of Workday
3–5 years of leadership experience in a veterinary, healthcare, or customer service setting
Strong skills in client service, conflict resolution, and team management
Experience with client retention and overall client satisfaction
Excellent written and verbal communication skills
Ability to adapt to changing priorities in a dynamic environment
A collaborative, team-focused mindset
We believe in supporting our team with meaningful work, growth opportunities, and strong benefits, including:
Competitive compensation
Medical, dental, and vision coverage
Paid vacation and sick time
401(k) with company match
Generous employee pet care discounts
Continuing education and career development opportunities
Work is primarily performed in a hospital/office setting
Must be able to stand for long periods
Reasonable accommodations may be made for individuals with disabilities
Please note: This job description reflects the general responsibilities and qualifications for the role and is subject to change based on the needs of the hospital, changes in staffing, emergencies, or evolving job responsibilities.
At VCA West LA, we are a passionate, collaborative team committed to delivering the highest quality of patient care and client service. If you’re ready to take the next step in your leadership journey and make a difference in the lives of people and pets we’d love to hear from you.
If you are a current associate, you need to apply through our internal career site. Please log into Workday and click on the Jobs Hub app or search for Browse Jobs.
Benefits: We offer competitive compensation along with a comprehensive benefits package, including medical, dental, vision and paid vacation/sick days, 401(k), generous employee pet discounts and more!The information in this position description indicates the general nature and level of work to be performed. It is not designed to be interpreted as a comprehensive inventory of all duties, responsibilities, and qualifications required of associates assigned to this job. Management reserves the right to revise the job description or require that other tasks be performed when the circumstances of the job change (for example, emergencies, change in personnel, workload, or technical development).We are proud to be an Equal Opportunity Employer - Veterans / Disabled. For a complete EEO statement please see our career page at vcacareers.com.